Patient Choice Facilitator

NHS Devon Integrated Care Board

The closing date is 24 March 2025

Job summary

The Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.

DRSS is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate. Supporting referrers and their patients on the referral pathway by processing and signposting referrals appropriately

The post holder will be the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals, working within the DRSS contact centre

The work will involve coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by the NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations

Eligibility to Work in the UK - Important InformationNHS Devon does not currently hold a sponsorship license to support visa applications. We have been able to successfully meet our recruitment needs without the requirement for visa sponsorship. As such, we are only able to consider applications from candidates who already have the appropriate legal right to work in the UK at the time of application. We are committed to fostering an inclusive and diverse workforce and welcome applications from all qualified individuals who meet this requirement. Thank you for your understanding

Main duties of the job

Working with the Devon Referral Support Service (DRSS) contact centre as the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals.
Answering telephone calls, in a timely, polite manner. Taking appropriate action and seeking advice from colleagues as needed. Recording accurate messages and passing on to the relevant departments/person.
Delivering an effective and competent level of clerical support and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships.
Coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
Carrying out a check on each patient's referral to identify the appropriate outcome for the patient.
Using reference materials provided, you will identify suitable services to offer appropriate choice of appointment and location to the patient.
Be polite, patient, professional and empathetic when speaking to callers on the telephone.
Recording referral information accurately on a bespoke DRSS database.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

About us

NHS Devon Integrated Care System

As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.

Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.

About NHS Devon

As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.

For more information, visit our ICS website www.icsdevon.co.uk and our NHS Devon website www.devon.icb.nhs.uk.

Date posted

28 February 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year Per annum pro rata

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

144-KJ13-PCF-25

Job locations

Aperture House

NHS Devon ICB, Aperture House, Pynes Hill, Exeter, EX2 5AZ

Exeter

EX2 5AZ

Job description

Job responsibilities

Please see the attached Job description and person specification for full details of the role and responsibilities.

DRSS are currently based at Pomona House, Torquay, however, this base will change to Pynes Hill, Exeter within the next two-year period. This role can be based at either site until then, dependent on individual preference.

The organisation continues to embrace the benefits of agile, hybrid working. As part of the induction and initial integration with the service some onsite working from both sites may be required.

Job description

Job responsibilities

Please see the attached Job description and person specification for full details of the role and responsibilities.

The organisation continues to embrace the benefits of agile, hybrid working. As part of the induction and initial integration with the service some onsite working from both sites may be required.

Person Specification

Qualifications

Essential

Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.

Experience, Skills and Attributes

Essential

Demonstrable experience of working in an administrative environment and working with computerised data systems.
Working knowledge of Microsoft Office including Word and Excel, Teams, PowerPoint, OneNote, Outlook.
Clear communicator with good writing, data entry and telephone skills.
Ability to work effectively as part of a team.
Problem solving skills.
Time management skills
Advanced keyboard skills with a high degree of accuracy for minute taking and data input

Desirable

Experience of working in a health care environment.
Awareness of a range of Health Services provisions.
Knowledge of NHS issues.
Understanding of Data Protection legislation.

Other

Essential

Understand of and commitment to equality of opportunity and good working relationships.
Able to work on own initiative, organising and prioritising own workload to set deadlines.
An ability to maintain confidentiality and trust.
Good time keeping.
Flexible and proactive approach to work.

Person Specification

Qualifications

Essential

Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.

Experience, Skills and Attributes

Essential

Demonstrable experience of working in an administrative environment and working with computerised data systems.
Working knowledge of Microsoft Office including Word and Excel, Teams, PowerPoint, OneNote, Outlook.
Clear communicator with good writing, data entry and telephone skills.
Ability to work effectively as part of a team.
Problem solving skills.
Time management skills
Advanced keyboard skills with a high degree of accuracy for minute taking and data input

Desirable

Experience of working in a health care environment.
Awareness of a range of Health Services provisions.
Knowledge of NHS issues.
Understanding of Data Protection legislation.

Other

Essential

Understand of and commitment to equality of opportunity and good working relationships.
Able to work on own initiative, organising and prioritising own workload to set deadlines.
An ability to maintain confidentiality and trust.
Good time keeping.
Flexible and proactive approach to work.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.